Front Desk Agent

The following Core Responsibilities represent the primary duties and key priorities of this position. They are grouped into two categories: Job Functions and Professionalism and Style Expectations. A Physical Requirements section follows, outlining expectations applicable to all positions. Each responsibility is assigned a weight indicating the percentage of the job it represents. For performance evaluations, the Core Responsibilities account for 90% of the overall score, while the Professionalism and Style Expectations make up the remaining 10%. Availability including nights, weekends, holidays, and varying shifts is required. Job Function Guest Services and Front Desk Operations Greet guests in a friendly, professional, and timely manner upon arrival and departure. Complete check-in and check-out procedures efficiently and accurately. Process reservations, room assignments, and changes in accordance with hotel standards. Handle guest inquiries, requests, and concerns promptly and effectively. Maintain accurate records of guest information, billing, and room status in the property management system. Handle cash, credit card transactions, and maintain accurate accounting of all transactions. Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met. Provide information about hotel services, amenities, and local attractions. Ensure the front desk area is clean, organized, and presentable at all times. Follow all standard operating procedures related to guest service, security, and safety. Assist with audit functions or overnight reporting as needed. Support timely and efficient service during peak check-in and check-out periods. Respond promptly to supervisor and guest requests. Follow all hotel policies and procedures. Attend all required meetings and trainings. Assist with additional guest service or operational duties as assigned. Professionalism and Style Expectations Personal Effectiveness Complete tasks accurately, efficiently, and with attention to detail. Work effectively in a fast-paced, guest-focused environment. Take responsibility for maintaining service and operational standards. Present a professional appearance and maintain grooming standards. Work collaboratively with front office staff and other departments. Communication Communicate clearly and professionally with guests, team members, and management. Follow instructions and ask for clarification when necessary. Share relevant information regarding guest needs, room status, and operational updates. Handle guest concerns with professionalism, discretion, and courtesy. Treat co-workers, supervisors, and guests with respect at all times. Physical Requirements These are required of every associate: Ability to stand and move for extended periods of time. Ability to lift and carry a minimum of 25–50 pounds. Ability to push, pull, bend, and reach as needed. Ability to operate computers, phones, and office equipment. Ability to perform repetitive tasks requiring manual dexterity. Ability to hear, write, and communicate effectively. Additional duties may be assigned as needed. Additional Responsibilities Specific to This Position Must possess basic knowledge of hotel operations and guest service standards. Must have a basic understanding of cash handling and accounting procedures. Ability to operate a property management system (PMS) and other hotel software. Strong problem-solving and customer service skills are required. High school education or equivalent experience is required. Prior front desk or customer service experience is preferred. Ability to obtain any required certifications or training in a timely manner. CPR certification is preferred; first aid training is a plus. Additional language proficiency is preferred.